Virtual CX Excellence Summit North America 2

24 June, 10 am- 4 pm EDT

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About the Event

For the second edition of the Virtual CX Excellence Summit North America 2 we have prepared a line-up of global CX corporate experts covering cutting-edge case studies to bring you the best practical advice on Customer Centricity & Digital Enablement, CX Measurement, Employee Experience, Ai & Machine Learning, Reinventing CX and the future of Customer Experience.

Join us for a day of learning & networking with CX Corporate Experts who have been there & done that, and will share their first-hand experience of handling CX in the new normal!

What you Will Learn At The Virtual CX Summit:

  • In an exclusive keynote presentation, CAMBRIDGE UNIVERSITY PRESS will share how they have increased the strategic relevance of customer service at the world's oldest publisher.
  • How MEDELA has been creating exceptional customer experience with an exceptional employee experience
  • BRITISH GAS will share with us the importance of using Ai & Machine learning to enhance the customer experience
  • How NESTLE has been delivering growth and power partnerships through Customer Centricity & Digital Enablement
  • How VIRGIN MONEY has been creating an emotionally intelligent CX measurement framework
  • GOLDMAN SACHS PERSONAL FINANCIAL MANAGEMENT, will discuss how financial services can evolve digitally without sacrificing a hyper-personalized client experience
  • A Panel On The Future of CX with ZAPPOS.COM, TIM HORTONS & HAPPY COFFEE CONSULTING

Register Before June 14th to catch the early bird price!

Only

4days

5hours

5min

UNTIL THE EVENT

Facts & Figures

  • The first Virtual CX Summit was organized in October 2020
  • In 10 short years, P World has organized 180+ Events in 42 countries, 47 cities around the world including USA, Canada, Azerbaijan, Croatia, Turkey, Georgia, Qatar, Portugal, Norway, and Bahrain.
  • P World is the proud organizer of the signature brand events: Marketing Kingdom, Global HR Trends Summit, PR Trends Summit, Global Healthcare Summit, CX Excellence Summit & Corporate Communication Booth Camps.
  • P World also organizes HCI’s Certification Programs in Canada & Europe. 

Speakers

Alex Genov ZAPPOS. COM

Megan Merrick FRESHLY

Jason Gordo GOLDMAN SACHS PERSONAL FINANCIAL MANAGEMENT

Youri Hollier Tim Hortons

Sarah Metcalfe Happy Coffee Consulting

Camelia D. Hayman MEDELA CANADA INC.

Richard Murray CAMBRIDGE UNIVERSITY PRESS

Marketa Gibson NESTLE

Darren Diprose BRITISH GAS

Madeleine Linden VIRGIN MONEY UK PLC

Agenda

10.00

INCREASING THE STRATEGIC RELEVANCE OF CUSTOMER SERVICE AT THE WORLD’S OLDEST PUBLISHER


RICHARD MURRAY, Global Customer Service Director, CAMBRIDGE UNIVERSITY PRESS

10.40

THE POWER OF EMOTION: CREATING AN EMOTIONALLY INTELLIGENT CX MEASUREMENT FRAMEWORK


MADELEINE LINDEN, Senior Manager, CX Insight, VIRGIN MONEY UK PLC

11.20

THE USE OF AI & MACHINE LEARNING TO ENHANCE THE CUSTOMER EXPERIENCE


DARREN DIPROSE, Head of Digital Channels & Ai Solutions, BRITISH GAS

12.00

LUNCH BREAK

12.30

CUSTOMER CENTRICITY & DIGITAL ENABLEMENT DELIVERING GROWTH AND POWER PARTNERSHIPS


MARKETA GIBSON, Vice President, Global Customer Supply Chain, NESTLE

13.10

TBA


MEGAN MERRICK, Associate Director, Innovation and Brand Experience, FRESHLY

13.50

COFFEE BREAK

      

14.10

SCALING A CLIENT EXPERIENCE AND KEEPING THINGS PERSONAL


JASON GORDO, Head of Strategic Partnerships and Client Experience, GOLDMAN SACHS PERSONAL FINANCIAL MANAGEMENT

14.50

EXCEPTIONAL CUSTOMER EXPERIENCE ALWAYS BEGINS WITH AN EXCEPTIONAL EMPLOYEE EXPERIENCE - HOW TO ENGAGE YOUR TEAMS FIRST


CAMELIA D. HAYMAN, Director of Customer Service Excellence, MEDELA CANADA INC.

15.30

PANEL DISCUSSION: THE FUTURE OF CX


ALEX GENOV, Head of Customer Research, ZAPPOS.COM

YOURI HOLLIER, Director, Digital and Social Media, TIM HORTONS CANADA    

SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING     

16.00

End of Virtual CX Excellence Summit 2

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